At Fingerhut, you will enter a culture that encourages team members to be bold and courageous. A culture that is zealous in pursuit of our mission to help our customers live a better financial life. In this culture, our team members find opportunities to stretch themselves, have a voice that is valued and is listened to, have a sizeable impact on the business, and work cross-functionally and collaboratively. We are continually innovating and improving, challenging ourselves to take risks, learn from mistakes, and celebrate success as a team. We also grow careers, giving employees on-the-job stretch assignments, lateral moves to expand knowledge bases, and promotional opportunities that help to accelerate development.
The Collections Analyst will be a key member on the dialer team within credit operations. They will be responsible for day-to-day support of integrity of all means of contacting customers (phone, email, address), as it pertains to overall use within the credit, as well as providing support of the LiveVox platform (dialer/IVR) used within the department to contact customers. This position will work cross-functionally as well as with external vendors; analyze results to identify trending or areas of improvement; maintain program documentation; support audit processes, oversee quality processes, and partner to execute strategy improvement.
This is not just another job; Fingerhut’s mission is to help Americans live a better financial life by helping them establish, build, or rebuild their credit. You’ll help the business hold itself accountable to deliver on our mission every day.
We empower each employee to put the customer first and our culture of ensuring all employees have an impact enables an entrepreneurial passion. No matter what stage of your career, you’ll make an impact on business results and interface with key leaders. As we continue to invest in machine learning, data-driven modeling, CRM tools, and innovation, the future is very exciting. Join us in our mission!
This role is based out of our Eden Prairie, MN head office within our hybrid environment that has team members come into the office 3 days a week.
Duties and Responsibilities:
- Develop operational reporting (and work report exceptions, as needed) demonstrating processes are working as expected and that the velocity of changes to the contact information is within expectations, especially when changes are made to these processes.
- Assure the accuracy of systems and reporting related to adding and removing phone numbers from customers' accounts, assuring the most up-to-date and accurate phone numbers on all accounts.
- Forecast volumes and manage to contracted limits.
- Manage data flows to assure accuracy and availability of data for reporting purposes.
- Design, create, and run reports using report writing tools such as SQL, SAS, and Microsoft Excel; extract and analyze data, provide queries, data files, and reports to satisfy business requests for information.
- Have visibility to the marketplace regarding new tools as they become available and work with vendors to test and analyze results against established processes.
- Work with various teams within Credit (collections, credit line management, new customer acquisition) to identify opportunities to improve contactability and develop reporting that aligns with departmental goals.
- Work with various internal teams (IT, ecomm, marketing) to develop a detailed understanding of how contact information is updated and maintained to the point of being able to contribute to detailed process maps of these functions.
- Ensure day-to-day operations of dialer strategy programs are being executed as designed.
- Support the Credit/Collections IVR including updating call flows, reporting and analytics & end-user testing.
- Enhance reporting efficiencies by identifying reporting automation opportunities.
Required Qualifications:
- 3+ years of experience in an operational environment with proven analytical and problem-solving abilities.
- Minimum 2 years of experience with SQL/SAS.
- Demonstrated understanding and capability to update, test, and execute workflows.
Preferred Qualifications:
- Strong MS Excel knowledge highly desired.
- Experience with the LiveVox dialer platform is a plus.
- Ability to communicate effectively in both verbal and written communication.
- Ability to multi-task and successfully execute multiple projects, priorities, and schedules simultaneously, meeting all deadlines.
- Excellent interpersonal skills, strategic thinker, and tactical implementer.
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